What are the Drivers for Innovative Behavior in Frontline Jobs? A Study of the Hospitality Industry in Norway

REFERENCES

• Amabile , T. M. 1998 . How to kill creativity . Harvard Business Review , : 77 – 87 .
   PubMed Web of Science ®Google Scholar
• Amabile , T. M. , Conti , R. , Coon , H. , Lazenby , J. and Herron , M. 1996 . Assessing the work environment for creativity . Academy of Management Journal , 39 ( 5 ) : 1154 – 1184 .
   Web of Science ®Google Scholar
• Andriopoulos , C. 2001 . Determinants of organizational creativity: A literature review . Management Decision , 39 ( 10 ) : 834 – 840 .
   Google Scholar
• Babakus , E. , Yavas , U. , Karatepe , M. O. and Avci , T. 2003 . The effect of management commitment to service quality in employees affective and performance outcomes . Journal of the Academy of Marketing Science , 31 ( 3 ) : 272 – 286 .
   Web of Science ®Google Scholar
• Banker , R. , Lee , S. Y. , Potter , G. and Srinivasan , D. 1996 . Contextual analysis of performance impacts of outcome-based incentive compensation . Academy of Management Journal , 39 ( 4 ) : 920 – 948 .
   Web of Science ®Google Scholar
• Bennis , W. and Nanus , B. 1985 . Leaders: The strategies for taking charge , New York, NY : Harper & Row .
   Google Scholar
• Block , P. 1987 . The empowered manager , San Francisco, CA : Jossey Bass .
   Google Scholar
• Boshoff , C. and Allen , J. 2000 . The influence of selected antecedents on frontline staff's perceptions of service recovery performance . International Journal of Service Industry Management , 11 ( 1 ) : 63 – 90 .
   Google Scholar
• Bowen , D. E. and Lawler , E. E. 1992 . The empowerment of service workers: What, why and when . Sloan Management Review , 33 ( Spring ) : 31 – 39 .
   PubMedGoogle Scholar
• Chebat , J. C. , Babin , B. and Kollias , P. 2003 . What makes contact employees perform? Reactions to employee perceptions of managerial practices . International Journal of Bank Marketing , 20 ( 7 ) : 325 – 332 .
   Google Scholar
• Chung , B. G. and Schneider , B. 2002 . Serving multiple masters: Role conflict experienced by service employees . Journal of Services Marketing , 16 ( 1 ) : 70 – 87 .
   Google Scholar
• Collins , J. C. and Porras , J. I. 1991 . Organizational vision and visionary organizations . California Management Review , 34 ( 1 ) : 30 – 52 .
   Web of Science ®Google Scholar
• Collins , M. and Amabile , T. M. 1999 . “ Motivation and creativity ” . In Handbook of creativity , Edited by: Sternberg , R. J. 297 – 312 . New York, NY : Cambridge Uni- versity Press . Ed.
   Google Scholar
• Csikszentmihalyi , M. 1999 . “ Implications of a systems perspective for the study of creativity ” . In Handbook of creativity , Edited by: Sternberg , R. J. New York, NY : Cambridge University Press .
   Google Scholar
• Edvardsson , B. , Gustafsson , A. , Johnson , M. D. and Sandè , B. 2000 . New service development and innovation in the new economy , Lund, , Sweden : Studentlitteratur AB .
   Google Scholar
• Edvardsson , B. , Gustafsson , A. and Roos , I. 2005b . Service portraits in service research: A critical review . International Journal of Service Industry Management , 16 ( 1 ) : 107 – 121 .
   Google Scholar
• Ford , C. M. 1996 . A theory of individual creative action in multiple social domains . The Academy of Management Review , 21 ( 4 ) : 1112 – 1142 .
   Web of Science ®Google Scholar
• Forrester , R. 2000 . Empowerment: Rejuvenating a potent idea . Academy of Management Executive , 14 ( 3 ) : 67 – 80 .
   Google Scholar
• Gadrey , J. , Gallouj , F. and Weinstein , O. 1994 . New modes of innovation: How services benefit industry . International Journal of Industry Management , 6 ( 3 ) : 4 – 16 .
   Google Scholar
• Gallouj , F. and Weinstein , O. 1997 . Innovation in services . Research Policy , 26 : 537 – 556 .
   Web of Science ®Google Scholar
• George , J. M. and Zhou , J. 2001 . When openness to experience and conscientiousness are related to creative behaviour: An interactional approach . Journal of Applied Psychology , 86 : 513 – 524 .
   PubMed Web of Science ®Google Scholar
• Haenlein , M. and Kaplan , A. M. 2004 . A beginner's guide to partial least squares analysis . Understanding Statistics , 3 ( 4 ) : 283 – 297 .
   Google Scholar
• Hays , J. M. and Hill , A. 2001 . A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality . Journal of Operations Management , 19 : 335 – 349 .
   Web of Science ®Google Scholar
• House , R. J. , Spangler , W. D. and Woycke , J. 1991 . Personality and charisma in the U.S. Presidency: A psychological theory of leader effectiveness . Administrative Science Quarterly , 36 : 364 – 396 .
   Web of Science ®Google Scholar
• Howard , A. 1998 . “ The empowering leader: Unrealized opportunities ” . In Leading organizations: Perspectives for a new era , Edited by: Hickman , G. R. 202 – 213 . Thousand Oaks, CA : Sage Publications .
   Google Scholar
• Iverson , R. D. , McLeod , C. S. and Erwin , P. J. 1996 . The role of employee commitment and trust in service relationships . Marketing Intelligence and Planning , 4 ( 3 ) : 36 – 44 .
   Google Scholar
• Janssen , O. 2000 . Job demands, perceptions of effort-reward fairness and innovative work behaviour . Journal of Occupational and Organizational Psychology , 73 : 287 – 302 .
   Web of Science ®Google Scholar
• Kotter , J. P. 1990 . What leaders really do . Harvard Business Review , 68 ( 3 ) : 103 – 111 .
   PubMed Web of Science ®Google Scholar
• Kouzes , J. M. and Posner , B. Z. 1987 . The leadership challenge , San Francisco, CA : Jossey-Bass .
   Google Scholar
• Lashley , C. 2008 . Studying hospitality: Insights from social sciences . Scandinavian Journal of Hospitality and Tourism , 8 ( 1 ) : 69 – 84 .
   Web of Science ®Google Scholar
• Liang , H. , Saraf , N. , Hu , Q. and Xue , Y. 2007 . Assimilation of enterprise systems: The effect of institutional pressures and the mediating role of top management . MIS Quarterly , 31 ( 1 ) : 59 – 87 .
   Web of Science ®Google Scholar
• Liu , M. C. 2006 . The effect of organizational vision on service quality delivery . The Services Industries Journal , 26 ( 8 ) : 849 – 859 .
   Web of Science ®Google Scholar
• Locke , E. A. and Kirkpatrick , S. A. 1995 . “ Promoting creativity in organizations ” . In Creative action in organization: Ivory tower visions and real world voices , Edited by: Ford , C. M. and Gioia , D. A. Newbury Park, CA : Sage Publications .
   Google Scholar
• Madjar , N. and Walters , O. R. 2008 . Customers as contributors and reliable evaluators of creativity in the service industry . Journal of Organizational Behavior , 29 : 949 – 966 .
   Web of Science ®Google Scholar
• Masterson , S. S. 2001 . A trickle-down model or organizational justice: Relating employees and customers perception and reactions to fairness . Journal of Applied Psychology , 86 ( 4 ) : 594 – 604 .
   PubMed Web of Science ®Google Scholar
• Mayer , R. C. and Schoorman , F. D. 1992 . Predicting participation and production outcomes through a two-dimensional model of organizational commitment . Academy of Management Journal , 35 ( 3 ) : 671 – 684 .
   Web of Science ®Google Scholar
• Meyer , J. P. and Herscovitch , L. 2001 . Commitment in the workplace—Toward a general model . Human Resource Management Review , 11 : 299 – 326 .
   Google Scholar
• Miles , I. 2000 . Services innovation: Coming of age in the knowledge based economy . International Journal of Innovation Management , 4 ( 4 ) : 371 – 389 .
   Google Scholar
• Mowday , R. T. , Steers , R. M. and Porter , L. W. 1979 . The measurement of organizational commitment . Journal of Vocational Behavior , 14 : 224 – 247 .
   Web of Science ®Google Scholar
• Mumford , M. and Gustafson , S. 1988 . Creative syndrome: Integration, application, and innovation . Psychological Bulletin , 103 : 27 – 43 .
   Web of Science ®Google Scholar
• Mumford , M. D. , Scott , G. M. , Gaddis , B. and Strange , J. M. 2002 . Leading creative people: Orchestrating expertise and relationships . The Leadership Quarterly , 13 : 705 – 750 .
   Web of Science ®Google Scholar
• Oldham , G. R. and Cummings , A. 1996 . Employee creativity: Personal and contextual factors at work . Academy of Management Journal , 39 : 607 – 634 .
   Web of Science ®Google Scholar
• Onsøyen , L. E. , Mykletun , R. J. and Steiro , T. J. 2009 . Silenced and invisible: The work-experience of room-attendants in Norwegian hotels . Scandinavian Journal of Hospitality and Tourism , 9 ( 1 ) : 81 – 102 .
   Web of Science ®Google Scholar
• Owen , K. , Mundy , R. , Guild , W. and Guild , R. 2001 . Creating and sustaining the high performance organization . Managing Service Quality , 11 ( 1 ) : 10 – 21 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 ( fall ) : 41 – 50 .
   Web of Science ®Google Scholar
• Pfeffer , J. 1994 . Competitive advantage through people: Unleashing the power of the work force , Boston, MA : Harvard Business School Press .
   Google Scholar
• Porter , L. W. , Steers , R. M. , Mowday , R. T. and Boulian , P. V. 1974 . Organizational commitment, job satisfaction, and turnover among psychiatric technicians . Journal of Applied Psychology , 5 : 603 – 609 .
   Web of Science ®Google Scholar
• Read , W. 1996 . Managing the knowledge-based organization: Five principles every manager can use . Technology Analysis and Strategic Management , 8 : 223 – 232 .
   Web of Science ®Google Scholar
• Schneider . 1980 . The service organization: climate in crucial . Organizational Dynamics , 9 ( Autumn ) : 52 – 65 .
   Google Scholar
• Scott , S. G. and Bruce , R. A. 1994 . Determinants of innovative behavior: A path model of individual innovation in the workplace . Academy of Management Journal , 37 ( 3 ) : 580 – 607 .
   Web of Science ®Google Scholar
• Senge , P. M. 1990 . The leader's new work: Building learning organizations . Sloan Management Review ,
   Google Scholar
• Shalley , C. E. 2008 . “ Creating roles—What managers can do to establish expectations for creative performance ” . In Handbook of organizational creativity , Edited by: Zhou , J. and Shalley , C. E. New York, NY : Lawrence Erlbaum Associates .
   Google Scholar
• Shelly , A. , Kirkpatrick , S. A. and Locke , E. A. 1996 . Direct and indirect effects of three core charismatic leadership components on performance and attitudes . Journal of Applied Psychology , 81 ( 1 ) : 36 – 51 .
   Web of Science ®Google Scholar
• Shostack , G. L. 1977 . Breaking free from product marketing . Journal of Marketing , 41 ( April ) : 73 – 80 .
   Web of Science ®Google Scholar
• Siders , M. A. , George , G. and Dharwadkar , R. 2001 . The relationship of internal and external commitment foci to objective job measures . Academy of Management Journal , 44 ( 3 ) : 570 – 579 .
   Web of Science ®Google Scholar
• Sundbo , J. 1997 . Management of innovation in services . The Service Industries Journal , 17 ( 3 ) : 432 – 455 .
   Web of Science ®Google Scholar
• Sundbo , J. and Gallouj , F. 1999 . “ Innovation in services in seven European countries: Synthesis report for the European Commission, DG, XII, TSER-SI4S, Roskilde Universitetscenters trykkeri ” .
   Google Scholar
• Tether , B. S . 1997 . Do services innovate (differently)? Insights from the European innobarometer survey . Industry and Innovation , 12 ( 2 ) : 153 – 184 .
   Google Scholar
• Thomas , K. W. and Velthouse , B. A. 1990 . Cognitive elements of empowerment: An interpretive model of intrinsic task motivation . Academy of Management Review , 15 : 666 – 681 .
   Web of Science ®Google Scholar
• Tschohl , J. 1997 . Empowerment: The key to customer service . Nation's Restaurant News , 31 ( 32 ) : 40
   Google Scholar
• Van de Ven , A. 1986 . Central problems in the management of innovation” . Management Science , 32 : 590 – 607 .
   Web of Science ®Google Scholar
• West , M. A. , Hirst , G. , Richter , A. and Shipton , H. 2004 . Twelve steps to heaven: Successfully managing change through innovative teams . European Journal of Work and Organizational Psychology , 13 : 269 – 299 .
   Google Scholar
• Woodman , J. E. , Sawyer , R. and Griffin , W. C. 1993 . Toward a theory of organizational creativity . The Academy of Management Review , 18 ( 2 ) : 293 – 321 .
   Web of Science ®Google Scholar
• Wong , S. C. and Ladkin , A. 2008 . Exploring the relationship between employee creativity and job-related motivators in the Hong Kong hotel industry . International Journal of Hospitality Management , 27 : 426 – 437 .
   Web of Science ®Google Scholar
• Yoon , J. S. , Choi , D. C and Park , J. W. 2007 . Service orientation: Its impact on business performance in the medical service industry . The Service Industries Journal , 27 ( 4 ) : 371 – 388 .
   Web of Science ®Google Scholar
• Zeithaml , V. A. , Bitner , M. J. and Gremler , D. D. 2008 . Service marketing—Integrating customer focus across the firm , New York, NY : McGraw Hill .
   Google Scholar
• Zhou , J. and George , J. M. 2001 . When job dissatisfaction leads to creativity: Encouraging the expression of voice . Academy of Management Journal , 44 ( 4 ) : 682 – 696 .
   Web of Science ®Google Scholar